Four kinds of failure (for Richard Branson)

I’ve been experiencing some pretty average customer service lately but it really all came to a head when I moved house recently. As I spent hours and hours repeatly calling VirginMedia, who were supposed to supply us with an internet connection, cable TV and a phone line, I had plenty of time to contemplate the ways that companies fail us. By my calculation there are…

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Waterfall Bad, Washing Machine Good (IA Summit 07 Slides)

I was on a panel at the IA Summit over the weekend titled ‘where does IA fit in the design process‘. I was staking a case for Agile UCD, and these are the slides I used to outline my case in 5 minutes or less (Of course, you could talk about this topic for hours, so this is very much just an overview!).I’d be interested…

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